Community Based Care Management – New Operating Model
Situation:
New health care management operating model design. Rolled out in waves. Integrated community-based health solutions.
Business-impact to health care.
My role:
Change Management Lead /
- >400 people
- Inpatient Bed days/1000 reduced 1%
- 10 months
- UM Target ReadmitJan 11 18.7%to May 13 15.7% MRSK
- UM Target Readmit Jan 11 7.0% to May 13 6.6%
- UM Target Readmit Jan 12 16.7% to Jan 13 17.17% SNP
- NCQA –HEDIS mostly process less outcomes
- Portal (user, administrator, MD, RN)
- Business Data
- Technology (WebEx, SharePoint, browser, email, … )
- presentation design
- Curriculum design – MD, RN, and business
- Cross training, for adoption
- Medical Director roles
- MD and RN business skills
- Managing in a matrix
- Emotional Intelligence
- Webinars and presentation decks
- Reading the In-Patient Medical Costs Reports by Community - Peeter Naeris.wmv
- Reading Informatics Quality Report - Stephanie Needell.wmv
- Community Based Care Management Dashboard - Karen Maddox.wmv
- Quality Improvement Focus towards member experience away from operational experience (appeal letters, denial letters, credentialing, health plan operations). NCQA (Commercial, Medicare HOM, Commercial HMO, Commercial PPO), Medicare Star, HEDIS, Medicare Star Rating - Mark Calderon.wmv
- RACI Train the Trainer WebEx Webinar - Stephen Gordin and Pat Orchard.wmv
- Pharmacy Management MTM Program - Jeannette Novatski.wmv
- Information technology baseline and requirements
- Project Change Management
- FAQs
- Survey
- Workshop designs
- Instructional design
- Coaching
- Social learning
- Technology adoption
- Portal and communities (>$1m value)
- Emotional Intelligence
- Webinars – record, in-line survey
- Agendas, seminars, facilitations (Appreciative Inquiry)
- Video design, recording and audio/edit
- Matrix management Webinar
- RACI (Responsible, Accountable, Consulted, Informed)
- New member on-board
- Milestone survey
- Emotional Intelligence
- Data Analysis
- Competency maps
- Roles/Responsibilities
- Team building
- What’s my role (each) – medical director, registered nurse, physical therapy managed care, prior authorization, inpatient case management, complex case manager, chronic care program (CCP), managed care coordinator (MCC), inpatient case management (ICM), social worker,
Enterprise ApplicationMicrosoft Exchange migration, SharePoint, Windows 7, and Microsoft 2010 suite change management roll out
Situation:
Enterprise upgrade to Microsoft Office 2010, Windows 7, and Microsoft Exchange. Convert enterprise from Lotus Notes to Microsoft Exchange, to include new mail, instant message, database, and SharePoint introductions.
Called SharePoint infrastructure hardening and Notes to Exchange
See .pptx
My role:
Change Management Lead /
- 9,500 people 10,115 mailboxes
- $12.791 m
- 8 months
- SP 117 site collections 3 months
- 6 months 10,115 mailboxes
- Workplace Strategy (Work from Home 2013 ~21%) leveraged Personal Productivity program
- Vendor review redesign
- IT team knowledge transfer design evaluate training - Kirkpatrick
- Service desk social media comment guide
- Project manager transition
- Project to Program
- Change management
- Communication – Personal Productivityrebranding
- Training review/design
- Social learning
- New IT ,organization design
- Discussion board #s
- Portal activity #s
- Training #s
- Milestone review/improvement steps
- Portal
- Lync, Outlook training
- Community of Practice
- FAQs with Service Desk and Enterprise solutions cycle
- Community of practice
Career Development portal
Situation: Introduce upgraded career development program for managers and employees with for portal social collaboration and transparency.
My role: IT Liaison, project lead, designer trainer, user experience /
- 3 months
- Html
- CSS
- Social media
- User interface
- User experience design
- User acceptance
- Information architecture
- Blogging
- Persona design
- Site map
- Measure/manage
- Budget
- Time
- Scope
- IT interface
- Phase approach
- Department internal adoption once live
- Liaise with SharePoint team to design first interactive social portal
- Portal
- Content management system
- Style sheet
- Training
- Persona
- Adoption
Print Services – Welcome Kit
Situation:
Identify Welcome Kit collateral review/update and fulfillment rebuild for Individual, group, and MIPPA/Medigap
My role:
Manage backlog of out-of-compliance Welcome Kit /
- ¼ million to 56k Welcome Kit fulfillment complete
- Pre-, post-, open- enrollment kits
- 3 months
- Executive SharePoint list/library/navigation
- Discovery
- Agile SCRUM project management – executive
- Rebuild, manage, monitor, measure WK out-of-compliance fulfillment
- Program design
- Portal
- Organization design
- New roles/responsibility
- Design, coach, and mentor current promoted mngr/sup for new role – business case, project management, inventory control
- SharePoint portal to track approval, project tracking/issue log, vendor database, forecast
- Increase throughput modification of QC inspection from 20% review to 2%
- Create JIT vendor design and delivery
- Design/test order, fulfillment, inspect, track system
Enterprise Print Services – Disaster Recovery and Harrison Transition plan$1.55M
Situation:
Rebuild enterprise print and correspondence capability /
- Pre-, post-, and open-enrollment kit rebuild
- ID Cards, bills, non-check EOBs, check EOBs, letters, checks, benefit booklets, contracts
- 6 months
- $13,465,256 2012 Budget
- $20,493,130 2012 Expense ($10,792,506 w/o Postage)
- Supply chain management
- Just in time inventory control
- Budgeting
- Forecast
- Program/budget
- Correspondence fulfillment – warehouse, forecast, production, capacity planning
- Budget
- Program and portfolio business case
- Project to program
- Project team business model
- Executive briefing
- Portal identify, track, approve, pick list
- Technology review
- .ps and .xml from .pdf
- Transition of technology (Thunderhead) business owner
- Controls
- Mentor print and fulfillment management: business case, meeting, level of effort, budget estimate, financial model
- Project team design
Enterprise Print Services – Current State rebuild
Situation:
Environment discovery and process map current DR mode
My Role: Triage, stabilize environment, process map, manage portfolio /
- 6 months
- Program transition from DR
- IT (Thunderhead) and portfolio
- Portal
- Control file review
- Develop, design, test, production sign off – hard copy production sign-off
- Business case discovery
- System identification and tracking/transition to IT
Enterprise Print Services – Future State design
Situation:
Create enterprise future state correspondence strategy, to include transition from manual to digital print fulfillment
My Role:
Process design new operating model and proposed technology/vendor solution /
- 6 months
- Business owner model
- BPI enterprise review and business owner model rollout
- Business owner facilitation
- Print Line Business Owner model w/SME(s), Stakeholder(s), and Relationship Manager
- Enterprise portal
- Print stream business owner pre-meeting and facilitation
- .ps and .xml from .pdf
- Transition of technology (Thunderhead) business owner
Strategic Plan
Situation:
Design enterprise strategic planning process for executive build and operational cascade and involvement
My Role:
Design and roll out planning methods /
- 3 months
- Value chain – goals, objectives, actions (both executive and strategic plan team)
- Executive design
- Portal
- Portal value chain input, review
- Value chain executive, division, department cascade (w/risk review feedback, and ownership)
Management Development Program
Situation:
Collaborate on Enterprise Management Development program opportunities /
- Train managers – get figures
- Measure level 1 and 2
- Propose integrated and collaborative solution to MDP
- Appreciative Inquiry – paired interviews
- Motivation – intrinsic vs. extrinsic
- Herzberg motivation to work
- Solutions in paired interviews
Enterprise Change Management
Situation:
Create change lifecycle and tools from new enterprise change initiative /
- Assigned service and IT division
- Portal
- Change readiness survey
- Stakeholder interview guides
- New stakeholder template
- New impact assessment
- New communications plan
Enterprise Change Management – IT Lead, Service Lead
Situation:
Create IT change framework /
- New change methods
- Enterprise change management
EPMO – Change Design
Situation:
Review current EPMO tools, lifecycles, and templates to build or modify to account for enterprise change initiative for more behavior change components /
- New change methods
- Tools to manage and monitor
- Portfolio review of EPMO initiatives
- Map current state and identify gaps or opportunities to recommend, improve, and adopt change tools
- New stakeholder template
- New impact assessment
- New communications plan
Project Management job review
Situation:
current project management baseline and gap review /
- New stakeholder template
- New impact assessment
- New communications plan
Enterprise Marketing Social Media Training
Situation:
train public relations and marketing /
- 3 months
- Action learning
- Project-based work
- SME, web page SEO, social media, measurement, persona development
- Learning plan
- Portal
- Design learning plan and curriculum
- Design weekly activities
- Facilitated meetings
Talent Acquisition Social Media strategy
Situation:
2011 – Action learning program from social recruiting. Work with cross-functional marketing, public relations, and recruiting team
SharePoint Architecture and Systems Development Working Group
Situation:
invited to sit on architecture and applications development team for people component of SharePoint enterprise application rollout
User Interface SharePoint Templates
Situation:
Design portal templates
SharePoint 2010 Architecture Review Committee
Executive Coaching
Situation:
Emotional and Social Competence Inventory executive coaching program /
- Presented
- Administrate surveys and communication to collect 360
- Design and deliver program introduction and individual and team analysis
- Act as executive coach
Organization Assessment
Situation:
Competing values framework – HR
Compliance skills/roles review
Situation:
assessment analysis
Intranet template
Situation:
Design enterprise template all portals
Business continuity portal
Situation:
Design
Fast Starts
Facilitate – CEO meetings
Facilitate –operational efficiency
Other SP designs:
Risk, Employee Development, Healthcare Reform, Business Continuity, Coaching, Community of Practice, Health Insurance Exchanges
HHI –
- Patient-Centered Medical Home (PCMH) Program - primay
- Accountable Care Organization (ACO) Initiatives – systems basis - hospitals
- Episode of Care Program - specialist
- Strategy
- Organization Design
- Team building
- Core competency
- Communications/PR
- 2012 numbers
- 2013 numbers
- Quality metrics/indicators
HR Business Partner – Enterprise OD Consultant
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